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在很多人看来,电话银行人工服务是一个业务相对单一、技能要求简单的岗位。然而,要想熟悉每一项业务细则,做到知无不答,却并不容易。工行信用卡电话服务中心(成都)(简称“成都中心”)VIP专线座席组长兰璟露不仅做到了这点,还带出了一支高素质的信用卡VIP高端客户座席组队伍,创造了五年服务“零投诉、零事故”、电话接听率与客户满意度均保持近100%的同业领先业绩。
For many people, the phone banking service is a relatively simple business with simple skills requirements. However, it is not easy to get acquainted with every detail of the business. Bank of China Credit Card Call Center (Chengdu) (referred to as “Chengdu Center”) VIP Line Agent Lan Jinglu not only did this, but also brought out a high-quality credit card VIP high-end customer team and created Five-year service “Zero complaints, zero accidents”, telephone answering rate and customer satisfaction maintained nearly 100% industry-leading performance.